Hi Ilya,
The only way to achieve this would be to parse the ticket history. This is
viable, but not convenient.
We are planning on having an updated SLA section which caters for these kind
of scenarios; to make it easier to retrieve this kind of data from the
system.
((enjoy))
-
Michiel Beijen
R&D
OTRS AG
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Deutschland
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On Wed, Nov 18, 2009 at 2:57 PM, Ilya Kornev
Hello.
We need to get the following kind of stats: how much time a ticket spent in state X how much time a ticket spent in state Y.
For example: 1) A customer sends a request 2) 1 hour later an agent asks him/her to provide additional info 3) 4 hours after that the customer sends additional info 4) An hour after that the problem is solved , ticket is closed.
The report should contain (among other things like ticket #, queue, owner etc.) something like that:
State Y (awaiting us) - 2 hours State X (awaiting customer) - 4 hours
Is there any possibility to do this?
Cheers, Ilya Kornev
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